Reply To: BA 767 reliability

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Brother Jim, a) no, cancelling the flight would have caused epic dispruption to passengers desparate to get home from Almaty and I know only too well how that feels ! b) no, I don’t expect BA to have a limitless number of spare aircraft – but the 767 fleet is not in an acceptable state, reliability is self-evidently poor and the least I can expect when this sort of substitution is required is a fulsome appreciation of the scale of misery it produces through lack of sleep otherwise available – and the very reason I chose this route – before a day of important business. I appreciate why Almaty is the poor relation but in J on that route there are especially heavy gold card levels and receiving a poor product generally and this bad experience will have an effect on anyone’s brand loyalty. Such effect can only be partially mitigated by BA’s effective customer relations staff

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